Senior Manager, Problem Management

Standard Chartered; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Join a forward-thinking international bank that has been making a positive impact for over 170 years. This role involves leading problem investigations, coordinating with multiple stakeholders, and producing impactful reports. You'll be part of a dynamic team that values integrity, continuous improvement, and inclusivity. With a focus on your personal and professional growth, you'll have access to flexible working options and a culture that celebrates diversity. If you're ready to challenge the status quo and contribute to meaningful change, this opportunity is perfect for you.

Benefits

Retirement Savings

Medical Insurance

Flexible Working Options

Continuous Learning Opportunities

Parental Leave

Sabbatical Leave

Volunteering Leave

Digital Wellbeing Support

Qualifications

• 5+ years in ITIL Service Operations focusing on Problem, Change, and Incidents.
• Experience in conducting Technical Root Cause Investigations for major incidents.

Responsibilities

• Lead investigations and produce reports on root cause analysis.
• Coordinate and report Problems and Tasks in ServiceNow ITSM.

Skills

ITIL Service Operations

Technical Root Cause Investigations

Stakeholder Management

Analytical Thinking

Problem-Solving Skills

Tools

ServiceNow ITSM

Job description

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1. Lead, facilitate and follow up on the investigation of problems, via root cause analysis (following on from incidents) and produce investigative reports
2. Assume the role of Problem Coordinator in the Problem Management process.
3. Record, coordinate, and report Problems, Tasks and Known Errors in the Source of Records (ServiceNow ITSM) including:
a. Problem Logging
b. Problem Investigation & diagnosis
c. Post Incident Review Evaluation
d. Impact details Evaluation
e. RCA stakeholders Identification
f. Steer RCA meetings
g. Root cause and RCA actions conclusion
h. Risk identification and escalation.
i. Repeat Incident Analysis
4. Participate in or lead Service Improvement Plans (SIPs).

Key Responsibilities

Strategy
Able to articulate the Objectives of the Organisation and translate it into operational objectives for current role. Ability to look at the bigger picture of the business strategy.

Business
Candidate must be efficient in English business writing and elocutions. Must be able to listen efficiently and summarize Root Cause discussions in clear and impactful reports
Have sound knowledge of Banking Industry in General in Retail, Transactional and Financial Market businesses.

Processes
Familiarity with Incident, Problem and Change Management processes

People & Talent
Exemplary behaviours as individual contributor, team player and take leadership and accountability. Charter self-development plans understanding skills and areas of further development as part of performance planning.

Risk Management
Adhere to the KPIs, ORFs and SLA committed by the organisation.

Governance
Adhere to all aspect of data quality, governance of global processes, audit and assurance

Our Ideal Candidates Should have:-

• Minimum of 5 years’ experience in ITIL Service Operations encompassing Problem, Change and Incidents
• Vast experience in conducting Technical Root Cause Investigations (RCA) for major incidents with an outcome of producing quality reports
• Proven skills and experiences in managing conflicts with an amicable outcomes
• The ability to work across domains, partner and coordinate with multiple stakeholders and be able to manage and navigate through ambiguity and organizational complexity.
• Excellent communications in both verbal and written is key, leadership, and stakeholder management skills.
• An analytical thinker equipped with supporting facts/data and strong problem-solving skills.
• Strong organisational skills including attention to detail and multitasking ability.
• A mindset to continuously learn and develop themselves.
• An understanding of Strategy covering key operating domains spa

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thingand are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle,continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together,we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What we offer

In line with our Fair Pay Charter,we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance,with flexible and voluntary benefits available in some locations.
• Time-offincluding annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning cultureto support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation,one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.